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Tier I Product Support Analyst

Des Moines, IA 50330

Posted: 09/24/2026 Industry: Information Technology Job Number: 56294

Job Description

Our client is seeking a Tier I Product Support Analyst for an exciting contract to hire scenario.  The Tier I Product Support Analyst will be responsible for intermediate technical support and ticket resolution for annuities eApplication products. Our client offers live support for their annuities eApplication clients from 8am to 8pm EST. This position will cover the shift from 8:00am – 5:00pm EST.

Pay: $27.00 - $32.00/ hr

Deliverables and Performance Measures
  • The PSA is part of a team. All PSA’s must be actively engaged during working hours and share an equal workload with other Production Support team members.
  • The PSA must act with urgency! He/she must be able to identify critical issues and collaborate with internal associates across the organization if a critical issue arises.
  • Our PSA Team must maintain or exceed the current compliance percentage for expected response times.
  • PSA’s must work to ensure client satisfaction to maintain or exceed the current satisfactory rating.
  • Each PSA is expected to author at least one knowledge article per month and be engaged in creating standard workflows and best practices.
  • The PSA is expected to perform work under general supervision.

Requirements:
  • 2+ years of experience in technology industry
  • Experience providing direct end user support for software (either custom built software or SAAS model platform)
  • Experience with online ticketing system/support – experience with Jira a plus
  • Experience creating user documentation – experience with Jira Confluence and/or SharePoint a plus
  • Experience in insurance industry a plus
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative. 

Job Requirements

Hybrid
By using best practices and optimal employee recruiting strategies, Kavaliro provides employers with employment solutions by providing the most qualified and professional employees, who can staff both project and permanent positions in order to ensure the ongoing success of all types of businesses. We use a streamlined-yet-thorough approach to staffing that saves our clients administrative time, resources and money.
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About Des Moines, IA

Ready to kickstart your career in the vibrant city of Des Moines, Iowa? Here's your chance to join a dynamic workforce in an area known for its unbeatable blend of big-city opportunities and small-town charm. Des Moines, known as the heart of Iowa, boasts a thriving job market, stellar educational institutions, and a rich cultural scene. From the striking Des Moines Art Center to the captivating performances at the Des Moines Community Playhouse, there's always something exciting happening here. Explore the beautifully landscaped Water Works Park or catch a game at the impressive Wells Fargo Arena, home to the Iowa Wolves basketball team. Don't miss out on the chance to make Des Moines your professional playground - browse our job listings today and take the first step towards an exciting career in this exceptional region.

What to expect when working with Kavaliro

Just like with our clients, we build our process to meet each individual candidate s needs. Our recruiters take the time to listen to your career goals and ambitions, then work one-on-one with you to help place you in a company that provides the best professional fit.

01

Call us with a detailed overview of your experience, skills, background, and goals. If you are local and prefer, we will set up a face-to-face interview.

02

You will be asked to complete an online assessment form to assess your skill level. At the same time, your references will be checked.

03

Your Kavaliro recruiter will discuss and review potential job opportunities.

04

When you and your recruiter agree on a potential match, you ll be briefed with helpful insight into the client s needs.

05

When you begin your employment tenure with the client, Kavaliro will continue to be there to support you in your career.

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